Refund and Cancellation Policy

This policy is run by GETFLOWING LTD (company number 17383970), a company registered in England and Wales. Contact: support@getflowing.ai.

1. Summary

2. Cancelling your subscription (everyone)

2.1 How. Go to Billing → Manage billing in your dashboard and choose to cancel, or email support@getflowing.ai from the workspace owner's address.

2.2 When it takes effect. At the end of your current monthly period. Until then you keep your plan, its limits and your monthly AI allowance. You will not be charged again.

2.3 Downgrades take effect at the end of your current monthly period. Until then you keep your current plan, its limits and its monthly AI allowance, and your renewal is charged at the lower plan's price. There is no refund or credit for the rest of the current period (Terms, clause 7.2). We email you 7 days before the downgrade takes effect (unless you chose it within those 7 days), and until then you can keep your current plan from the Billing page.

2.4 What happens after. The agent stops new work. Purchased credits stay on your account. Apps we host for you keep running for 14 days and are then stopped, not deleted (Terms, clauses 10.4 and 12).

2.5 If you are a business customer: Except as this policy says, there is no refund for any part of a month already started.

3. Your 14-day right to cancel

3.1 What the right covers

If you are a consumer, you have the right to cancel the following within 14 days, without giving any reason:

• a subscription to a paid plan;
• a recurring add-on;
• a professional service you have bought from us;
• a credit pack, unless you have lost the right as section 3.3 explains.

The 14 days end 14 days after the day the contract is made. For a plan, that is the day you complete checkout for your first paid plan. For a credit pack, it is the day you buy it. For a professional service, it is the day you accept our quote. For a plan they do not start again if you change plan, add an add-on, or cancel and subscribe again.

We give this right to every customer who buys from the dashboard, whether a consumer or a business: we do not ask which you are.

3.2 Subscriptions, add-ons and professional services

3.2.1 These are services. We do not start a service during the 14 days unless you ask us to. At checkout you tick one box that agrees to our Terms and this policy and asks for your plan to start straight away. You cannot pay without ticking it.

3.2.2 If you asked us to start straight away and then cancel within the 14 days, you must pay for what we supplied up to the time you told us you were cancelling. We refund the rest.

3.2.3 How we work out what you pay. You pay for what you used: the greater of

• the days used: the number of days from the start of your plan to the day you told us you were cancelling (a day begun counts), divided by the number of days in that month; and
• the AI allowance used: the share of the month's AI credit allowance your workspace used in that time,

applied to what you paid for the plan and any add-ons, VAT included. We refund the rest.

Example: you start Pro (£249 a month, a 30-day month) and cancel on day 6, having used 10% of the month's AI allowance. The days give £249 × 6 ÷ 30 = £49.80 and the allowance £24.90, so you pay £49.80 and we refund £199.20. Had you used 80% of the allowance, you would pay £199.20 and we would refund £49.80.

3.2.4 If we did not ask you to request an early start, or did not give you the information the law requires about your right to cancel and the cost of cancelling, you do not have to pay anything for the service supplied during the 14 days.

3.2.5 A free trial does not cost you anything, so there is nothing to refund for it. Your 14 days for a paid plan run from the day that paid plan's contract is made.

3.3 Credit packs

3.3.1 AI credits are digital content that is not supplied on a physical medium. We add credits to your account as soon as your payment goes through.

3.3.2 At checkout you tick one box that agrees to our Terms and this policy, asks us to add the credits straight away, before the 14 days end, and acknowledges that you lose your right to cancel the purchase once we have added them. You cannot pay without ticking it.

We then send you an email confirming that you gave that agreement and acknowledgement.

3.3.3 If you gave both, and we added the credits, you cannot cancel that pack under the 14-day right. Your other rights, for example if credits are not added or are charged wrongly, still apply.

3.3.4 If you did not give both, or we did not send you the confirmation, you can cancel within the 14 days and get a full refund, and you do not have to pay for any credits from that pack you used.

3.4 How to cancel

3.4.1 Tell us clearly that you want to cancel before the 14 days end. You can:

• email support@getflowing.ai from your account's address, with the word "Cancel";
• choose Cancel and refund on the Billing page, shown while your 14 days last (for a plan); or
• email us the model cancellation form in Appendix A, or any other clear statement.

You do not have to use the model form. It is enough to send your message before the 14 days end.

3.4.2 We will confirm by email, without delay, that we have received your cancellation.

3.4.3 Deleting your workspace is not, by itself, notice that you are cancelling, and it does not refund anything. If you are within your 14 days and want to cancel, tell us as section 3.4.1 says (you can do this before or after deleting), and section 3 applies.

3.5 Your refund

3.5.1 We refund you without undue delay and within 14 days of the day you told us you were cancelling.

3.5.2 We refund to the payment method you used, unless you expressly agree otherwise. We do not charge a fee for the refund.

3.5.3 Refunds include the VAT you paid on the refunded amount.

3.5.4 If you cancel a pack under section 3.3.4, the credits from that pack are removed from your balance. If you had already used some, we will not ask you to pay for them, and your balance will not be left below zero because of it.

3.5.5 If we did not tell you about your right to cancel, the cancellation period is longer: it ends 14 days after we give you that information, and at the latest 12 months after the normal 14 days end.

4. Refunds we give to every customer

We refund in full, to the original payment method:

• duplicate charges. If a workspace is charged for two subscriptions by mistake, we cancel the second one and refund its payment automatically, and tell you. If you spot any other duplicate, tell us;
• billing errors. Any charge that is wrong because of our mistake, such as the wrong price, plan or quantity;
• charges after cancellation. A renewal charged after your cancellation took effect;
• a change you did not accept. If we raise a price or change these terms to your disadvantage and you cancel before the change takes effect, you are not charged the new price. If you are a consumer: If a change to your disadvantage takes effect during a period you have already paid for, you can end the contract and we refund the rest of that period and your unused purchased credits;
• if we end the contract without you being at fault (for example because we stop the service), or a serious problem on our side stops the service for more than 30 days: the period you paid for but did not get, and your unused purchased credits.

5. If something goes wrong with the service

5.1 We must provide the service with reasonable care and skill and as described.

5.2 If you are a consumer: If we do not, you can ask us to put it right (for example, re-run the work or restore credits used up by our fault). If we cannot put it right within a reasonable time or without significant inconvenience to you, you can get a price reduction, which can be a full refund. These are your rights under the Consumer Rights Act 2015 (sections 54 and 55 for services, 42 to 44 for digital content). If digital content we supply damages your device or other digital content because we did not use reasonable care and skill, we will repair the damage or compensate you (section 46).

5.3 If you are a business customer: We will investigate and, where the fault is ours, put it right, or give you a credit or refund that fairly reflects the failure. Any service level credits are set out in your written agreement, if you have one.

5.4 AI output can be wrong even when we have used reasonable care and skill (Terms, clause 16). Output that is not what you wanted is not, on its own, a fault in the service. If the platform malfunctioned, for example a task failed because of an error on our side and used credits without producing anything, tell us and we will restore those credits.

6. When we do not refund

Except as sections 3, 4 and 5 say, we do not refund:

• credits already used, whether from your allowance or bought;
• unused monthly allowance, which does not roll over and has no cash value;
• free or promotional credits;
• If you are a business customer: the rest of a monthly period already started, including after cancellation or a downgrade;
• amounts we have already credited to your next invoice (for example when you remove an add-on);
• unused purchased credits when you delete your workspace (section 10).

We may make other refunds as a goodwill gesture, for example of a first subscription payment made by mistake and not used. Doing so once does not oblige us to do it again.

7. How a credit-pack refund works

7.1 When we refund all or part of a credit pack, we take back the share of that pack's credits that the refunded amount paid for. For example, refunding £35 of a £70 pack of 5,000 credits takes back 2,500 credits.

7.2 If you have already used those credits, your purchased balance can go below zero. While it is below zero, the shortfall is taken from your next monthly allowance or the next credits you buy.

7.3 This does not apply where the law, or this policy, says you do not have to pay for the credits you used (sections 3.3.4 and 3.5.4, or a refund for our error under sections 4 and 5). In those cases we put your balance back to where it would have been.

7.4 If a refund fails or is cancelled (for example because the card account is closed), the credits taken back are returned to you, and we will contact you to arrange another way to refund you.

8. Payment disputes and chargebacks

8.1 Please talk to us first. If you do not recognise a charge, or think it is wrong, email support@getflowing.ai with the date and amount. We usually reply within 2 working days, and a refund from us is quicker than a dispute. This is a request: you can still go to your card provider at any time, and your rights with them (for example under section 75 of the Consumer Credit Act 1974) are not affected.

8.2 Disputed credit packs. While a dispute about a credit-pack payment is open, we hold back that pack's credits (or the share the dispute covers, less anything already refunded). If the dispute is decided in our favour, we give the credits back. If it is decided in your favour, you have your money back and the credits stay removed. An enquiry from your card provider that is not yet a dispute does not affect your credits.

8.3 Disputed subscription payments. Your plan normally continues while the dispute is open. If the dispute is decided in your favour, we treat that payment as refunded.

8.4 Evidence. To answer a dispute, we may give your card provider, through Stripe, records about the payment and your account. These can include: the order, invoice and receipt; your acceptance of our terms and the agreement and acknowledgement you gave at checkout; the IP address and device or browser details used for the purchase; your sign-in history; records showing the service or credits were used; and our emails with you. We do this because we have a legitimate interest in answering disputes and to defend legal claims. Our Privacy Notice at getflowing.ai/privacy explains this and how long we keep these records (18 months after a workspace is deleted; Terms, clause 20).

8.5 Suspected fraud. If we reasonably suspect a payment was fraudulent, for example that a card was used without its owner's permission, we may suspend the workspace while the dispute is open. We will tell you why and how to contact us, and lift the suspension if the suspicion is cleared.

8.6 We do not penalise lawful disputes. We will not charge a fee, close your account, or treat you differently because you used your right to dispute a payment.

9. Failed payments

If a payment fails, we and Stripe will retry it and email the workspace owner. If the workspace stays unpaid, apps we host are stopped (not deleted) after 14 days, with warnings 3 days and 1 day before, and started again as soon as you pay. If it stays unpaid for 90 days after the apps were stopped, they are deleted with their data, after emails 30 days, 7 days and 1 day before. Terms, clause 12 has the details. Failed payments do not by themselves lead to any refund or extra charge.

10. Deleting your workspace or closing your account

10.1 Your plan. Deleting a workspace ends its subscription immediately, and there is no refund for the rest of the current month. If you are within your 14-day period and tell us you are cancelling, section 3 applies (section 3.4.3).

10.2 Unused purchased credits. When you delete a workspace, its unused purchased credits are lost and not refunded, and cannot be restored. Before you confirm the deletion, the dashboard shows how many purchased credits you would lose. The monthly allowance and free credits are lost too. This does not affect a refund the law gives you (section 3), or one under sections 4 and 5 (for example if we end the contract without you being at fault, or for our error).

10.3 Your data. Deleting a workspace is immediate and cannot be undone. Apps we host and their data are removed. If we hold your code in GetFlowing's GitHub organisation, we offer it to you first (Terms, clause 15.5). We keep only the payment records described in Terms, clause 20, for 18 months, and records the law requires us to keep.

11. How and when refunds are paid

11.1 Email support@getflowing.ai from the workspace owner's address, saying what you would like refunded and why. Include the invoice or receipt number if you have it.

11.2 We pay refunds through Stripe to the original payment method. Once we have issued a refund, it usually takes 5 to 10 working days to show on your statement, depending on your bank.

11.3 Refunds under section 3 are paid within 14 days of your cancellation, as the law requires.

12. Complaints

If you are not happy with how we have handled a refund or cancellation, see Terms, clause 27. If you are a consumer: You can also contact Citizens Advice (England and Wales), Advice Direct Scotland, or Consumerline (Northern Ireland).

Appendix A: Model cancellation form

(Complete and return this form only if you wish to cancel the contract. You do not have to use it.)

To: GETFLOWING LTD, support@getflowing.ai

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service [*] / digital content [*]:

............................................................................

Ordered on [*] ......................

Name of consumer(s): ..................................................

Address of consumer(s): ................................................

Workspace name or account email (to help us find your order): ..........................

Signature of consumer(s) (only if this form is sent on paper): ......................

Date: ......................

[*] Delete as appropriate.